Stake7 Casino - Выигрыш игрока был конфискован.

Hi,

I wanted to ask first if I have to count on costs from your side if you help me or if it is free.

At stake7 I transferred 200, - to my bank account for payment. After a few days it was on the profile that the payout was retrieved. I asked for explanation and the reason in the live chat several times and a new payment. However, only the money came back to my account and Is well written again, nothing more! However, the 200 euros were not returned to my player account. I have now written some emails to stake7 but no longer receive any replies. What now?! I took screenshots of the payment in the profile.

Hallo,

Ich wollte erst mal fragen ob ich mit kosten von ihrer seite rechnen muss, wenn Sie mir helfen oder ob es kostenlos ist.

Ich habe bei stake7 200,- zur Auszahlung auf mein bankkonto überwiesen. Nach ein paar Tagen stand im Profil, dass die Auszahlung zurückgeholt wurde. Ich habe mehrmals im live chat um Erklärung und den Grund gebeten sowie eine erneute Auszahlung. Jedoch kam nur das Geld wurde auf mein Spielerkonto zurück geholt u. Ist wieder gut geschrieben.mehr nicht! Auf meinem Spielerkonto sind die 200,- Euro aber auch nicht wieder eingegangen. Ich habe nun einige Emails an stake7 geschrieben aber erhalte keine Antworten mehr. Was nun?! Screenshots von der Auszahlung im Profil habe ich gemacht.

Dear Ilona,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem and you don’t have to worry about any costs, we offer our help for free.

We will contact the casino and ask for their cooperation, but, before we do that, please could you advise if you have accumulated your winnings with or without an active bonus? If you redeemed a promotional offer, please forward me a link of the specific bonus. 

I hope we will be able to help you to resolve this unpleasant situation as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Hello Kristina!

Thank you for your quick response and help. I didn't use a bonus. I just won u. I wanted to withdraw 200 euros into my bank account. These were retrieved by stake7 and have never been recaptured on my player account. Stake7 claims that I lost the 200, - afterwards, which is an absolute lie. The 200, - are neither on bank nor on player account. I am very grateful that you offer your help. Thank you so much!

Hallo Kristina!

Vielen Dank für deine schnelle Antwort und Hilfe. Ich habe keinen Bonus verwendet. Ich habe einfach nur gewonnen u. Wollte mir 200,- Euro auf mein Bankkonto auszahlen lassen. Diese wurden von stake7 zurückgeholt und sind aber nie auf meinem spielerkonto wieder eingefangen. Stake7 behauptet ich hätte die 200,- danach verspielt, was aber absolut gelogen ist. Die 200,- sind weder auf Bank-noch auf Spielerkonto. Ich bin sehr dankbar, dass du deine hilfe anbietest. Vielen Dank!

Hello Ilona,

Would you be so kind and send me your game history (and withdrawal history if possible), please? My email address is kristina.s@casino.guru.

We also received this email from Ilona:

"Hello Kristina,

First of all, thank you for taking care of my case.

How am I supposed to understand that my money has been confiscated ?!

So they lied to me, who claimed that I had wasted the money and got it back on my player account! I really don't believe it, what is the point of those u who have the right to do this? For what reason? What should I do now? Is there a chance to get the money back? I'm really shocked confiscated, that sounds like I've done something wrong.

best regards

Ilona "

We also received this email from Ilona:

"Hallo Kristina, 

Erstmal danke dafür, dass du dich um meinen Fall kümmerst. 

Wie soll ich das verstehen, dass mein Geld Beschlagnahmt wurde?! 

Also haben die mich angelogen die ham behauptet ich hätte das Geld verspielt u hatte es auf mein Spielerkobto zurück bekommen! Ich glaub es echt nicht, was soll das von denen u haben die das Recht dazu!? Aus welchem Grund überhaupt? Was soll ich jetzt machen? Gibt es eine Chance das geld noch zurück zu bekommen? Bin echt schockiert beschlagnahmt, das klingt als ob ich was verbrochen habe. 

Liebe Grüße 

Ilona "

Thank you very much Ilona for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Ilona,

I looked at your case and understand your frustration. Could you please forward the email from the casino stating that your winnings were cancelled to my email address (peter.m@casino.guru)? That might help to identify what the problem is.

Dear Ilona,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply and provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this complaint because the player stopped responding to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.